Mopinion’s company culture sets us apart. We are a diverse group of people who are deeply passionate about their work and about optimising digital experiences. With different backgrounds and even different nationalities, our team is ambitious yet knows how to have a good time. And that’s how our FRESH perspective came to be.
FRESH is the essence of Mopinion and we’re eager to share it with you. Each month, we’ll demonstrate how our company and its various departments embody the FRESH values that define us. This month, we had the pleasure of speaking with none other than the Customer Success team.
In this post, Head of Customer Success, Rudo de Graaf explains how the team translates ‘Success’ into tangible results for our customers and the impact this has on shaping Mopinion as a company.
But first, let us explain what we mean by FRESH.
The FRESH Perspective
If you’re not familiar with the FRESH perspective, here it is.
FRESH is who we are. It stands for Feedback, Result, Eager, Social and Humour and each and every team within Mopinion embodies these values in one way or another.
FEEDBACK
We practise what we preach. Listening to our clients and using their input to continuously provide a solution fit to their needs is our top priority.
RESULTS
Mopinion strives to be the best solution of its kind. Our team works day in and day out with this ambition in mind.
EAGER
We are constantly on the move – seeking new opportunities to grow and expand our solution and services and truly make an impact on the market.
SOCIAL
The team carves out time to give back to the society and the people around us – through volunteering and charitable giving.
HUMOUR
Our success is thanks to our ability to stay true to who we are. We know how to incorporate humour into our work, making it fun and professional for everyone!
Which leads us to: how does Customer Success work to live up to these values? Let us tell you.
Mopinion’s Customer Success Team
The purpose of Customer Success is in the name – this integral part of Mopinion helps our customers ensure that they reach their digital feedback goals by using our software.
This means that the members of our Customer Success team aren’t only experts on the Mopinion software. They are also consultants who provide quality training and education. Everything so that our customers can get the most out of the insights they collect and analyse with the Mopinion software.
Rudo explains further:
“We see ourselves as trusted advisors. Everything we do is designed to help our customers reach their goals, which can be very different from customer to customer.”
How the Customer Success team lives up to the FRESH values
F stands for Feedback
It shouldn’t come as a surprise to anyone that we at Mopinion value feedback. Which is why it’s at the top of our core values.
Feedback permeates everything in our business and Customer Success is no exception:
“As a user feedback software company, we of course give our customers the option to provide feedback in the platform itself. They can at any time share their thoughts and opinions on certain features or share feature requests.
But we also speak to a lot of customers directly. During these conversations, the software naturally comes up. We ask them how satisfied they are with their software usage and if they have any feedback for us that could help improve the user experience or would better enable them to reach their digital Voice of the customer goals.
Speaking with a customer for about an hour naturally gives us a lot of insights. Part of our job is to gather and process these and eventually inform the product team who can conduct further research and decide what can be done with that feedback.
An example of a feature that was developed based on customer insights is the user management section within the Mopinion software. Some customers shared that as their teams were growing, they had a need to be able to assign rights and limited access to different Mopinion users.
We passed this along to the product team and we now have such an extended user management system.”
Do you want to read more about how the Mopinion Product Team works with user feedback? Read this interview with our Head of Product, Jos van der Kooij.
R is for Result
‘Result’ can mean many different things. But for Customer Success the ultimate result is seeing customers reach their goals by unlocking insights with the Mopinion software.
“This is why it’s important for us to really understand our clients.
User feedback can be applied in a lot of ways and in a lot of digital channels, like email, website and apps, for example. This means that different customers have different ways of using the software. Some collect thousands of feedback items per week while others collect a handful. But this doesn’t mean that the thousands are more valuable than the handful. This is why it is so important for us to really understand what the customer’s goal is. Once we do that, we can help them achieve it through guiding and advising. If the customers reach their goals in a satisfactory way, we’ve gotten the result we were looking for.”
Barend de Wit, Customer Success Manager at Mopinion.
Rudo continues to explain that a recurring proof of a job well done here at Mopinion, is when a contact person changes jobs and then advocates for our software at their new workplace. And ultimately comes back as a “new” customer!
“It happens quite a bit actually and it’s always a nice feeling. It shows that we are doing something well and that they’re satisfied. That’s the ultimate result for us!”
E is for Eager
To help Mopinion’s customers in the best possible way, it is important for the Customer Success team to always stay on top of trends and keep a pulse on the market.
“As I already mentioned, we always stay in tune with our customers to learn what their expectations are in terms of collecting and analysing feedback.
But we also go to events and seminars, like the Digital Analytics Summit, to make sure that we are updated on the latest trends and topics within user feedback.”
Part of the Customer Success and Sales team at the Digital Analytics Summit.
External knowledge is great, but you should also not forget internal knowledge, teamwork and learning from each other. Mopinion’s Customer Success team displays this beautifully by having internal Customer Sharing Sessions. Rudo explains:
“Every six weeks we do a session where one of us presents a certain customer case that they are working on. Within 15 minutes they are free to present whatever they want about this case. Perhaps you got good feedback or you learned something new that you want to share. This is a really good way to learn from each other and to always improve in our roles.”
S is for Social
At Mopinion we want to make sure that everyone has fun and feels seen. It is an important part of creating a work environment where people thrive. So how does the Customer Success team achieve this?
“We of course go out for dinner once in a while to celebrate success together. While that is important, the biggest part of this core value for us is to create a nice atmosphere within the team. It might sound small, but we make sure to speak to each other every day. We have a nice vibe and we have fun together.
If someone has done a good job, they get recognised and we always have an open dialogue. I think it is important to know and see that everyone contributes in a different way that is unique to them.“
Aside from the daily work, we at Mopinion also have our Social Jams that include the entire organisation. These are designed to give back to the community and the Customer Success team, naturally takes part in these as well.
H is for Humour
Last but not least, humour! It is important to have fun at work, even while doing serious things. Customer Success is of course no exception to this.
“It’s about incorporating a fun atmosphere into the everyday work. We take what we do seriously but we don’t take ourselves too seriously. This means that there is lots of room for laughter and jokes during meetings. Both internally but also with customers. We try to keep it light.”
Customer Success: always putting the customer first
As you can tell, the Customer Success team is integral to Mopinion in more ways than one: customer satisfaction, innovation, feedback collection and processing. The list keeps going and we at Mopinion are happy to have such a dedicated and skilled team onboard. Our customers can always trust us to give the best service, advice and guidance.
Stay tuned for more updates from the Mopinion team and insights into how we build the #1 feedback software for web, app and email.
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